Rocket Aquatics > Shipping and Returns

Shipping and Returns

Shipping & Returns 
 
 
Shipping Policy  
 
Our fast and friendly despatch policy ensures that orders received before 3.00pm (Mon-Fri) will be processed same day. Despatch method and delivery times are stated for each product and fall into 3 categories dependant on the weight of the product:
 
Smaller items (under 5Kg) will dispatched by Royal Mail Standard Parcel service 3-5 working days (Mon-Fri). If you are not in to receive your order, you will be carded and can collect from your local depot. 
Medium items (5-35Kg) will be dispatched by next day courier (Mon-Fri, 9.00-17.30). We can schedule your delivery for any working day to suit you. If you are not in to accept delivery, you will be carded and can arrange one further delivery (free of charge) or collect from the local depot. 
Larger items (over 35Kg) will be dispatched by dedicated pallet courier 3 working days (Mon-Fri). The courier will call you to confirm the day before delivery. 
Returns Policy
 
In accordance with our policy of fast and friendly service, we want you to be happy with your purchase, and will gladly assist you in the unlikely event of any returns issues as follows:
 
Before returning any item to us, you must first contact us by phone or email within 24 hours quoting the order / invoice number, product description, date of purchase and reason for return. 
For products found faulty or damaged on arrival, dependant on the product, we will do one of the following:
     a. Smaller products - ask you to return the item to us in the original packaging. We will inspect and replace or refund on receipt of the faulty item.
     b. Larger items: 
          i. We will arrange collection (item must be returned in its original packaging). OR:
          ii. We may ask you to send a digital photo if possible (either by text or email).
          iii. We will replace or refund on inspection & completion of stages (i) or(ii).
 
Exceptions for Aquariums and cabinet / stands 
We have developed highly effective “padded double boxing” packaging techniques to ensure safe delivery of your aquarium. Additionally, for our larger aquariums, we use a dedicated courier to deliver directly from us to your door. 
Warranty Claims
For problems or defects that develop within the warranty period (which can be claimed under the terms of the manufacturer’s warranty), please contact us by phone or email quoting the order / invoice number, product description, date of purchase. Depending on the nature of the problem, it may be necessary for us to ask you to return the product to us under the terms of the warranty. If this is necessary, the cost of return will be at your expense. The replacement product will be sent to you at our expense.
 
With regard to aquarium seals, the manufacturers warranty will be invalidated if the aquarium is moved with water in it. The manufacturer's warranty may also be invalidated if:
 
a. The aquarium is not used with the manufacturer's cabinet / stand that is intended for the aquarium.
 
b. Larger aquariums (above 300L) are not standing on a concrete floor. Please seek professional advice regarding the strength of floor required to provide safe and stable support for the weight of theses aquariums.
 
However, due to the fragile nature of aquariums, we ask you to inspect your goods for damage or breakage on delivery prior signing and accepting the delivery. 
Please make sure you are in when the aquarium is delivered, cut open the wrapping and inspect the tank and check the packing of cabinet etc. for damage. 
In the unlikely event of damage in transit, you must refuse the delivery and inform us immediately by phone or email. We can only accept claims for replacement or refund under these terms.
 

Consumer Contracts Regulations 2013

This legislation offers you the following cancellation rights when you buy online or by phone:

• You are entitled to cancel your contract if you so wish, provided that you exercise your right no longer than 14 days after the day on which you receive the goods or services.

• Your right to return products does not apply to goods made to your specification, that have been clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly.

• If you wish to exercise your right of cancellation, you are obliged to retain possession of the goods and take reasonable care of them.

• To exercise the right to cancel, you must inform us of your decision to cancel your contract by a clear statement, including details of your name, geographical address, details of the order you wish to cancel and, where available, your phone number and email address.

• You can cancel by email: sales@rocketaquatics.co.uk , or call 01525 888295.

•  If you decide to cancel, you should return the goods to us at your cost within 14 days of such cancellation and we will reimburse to you (by the method used to pay for the original transaction) the amount in relation to goods to which cancellation rights apply. This includes the cost of delivery (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery).

• We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement no later than 14 days after the day we receive back from you any goods supplied.
 

WEEE Regulations
 
The Waste Electrical and Electronic Equipment (WEEE) Directive is now UK law. The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment. Read more >
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